HDHelpDesk · Available now · Included in Pro

The ticketing, live-chat, and customer-portal platform.

HDHelpDesk product video

HDHelpDesk runs multiple isolated support workspaces with ticket ownership, real-time chat, branded customer access, internal collaboration, response templates, and performance analytics.

Product video · 1:58

Capture the request. Assign the owner and priority. Keep customer replies, internal notes, tags, and the activity trail on one record until a human agent resolves it.

Visit HDHelpDesk See the support workflow

This page does not market autonomous AI replies. Support ownership, judgment, and customer communication remain with the team.

Inside HDHelpDesk

See HDHelpDesk in action.

Real screens from the help desk: work a ticket with its full context, publish a help article, and run separate help desks for each team.

Ticket view

Knowledge Base

Multiple help desks

What changes

Give every customer question an owner.

Keep the request, customer history, agent discussion, live conversation, and next action visible until the issue is actually finished.

SHARED INBOXRead → forward → ask around → lose the ownerThe customer waits while the team reconstructs the story.
HDHELPDESKCapture → assign → collaborate → respond → resolveOne support record holds the issue from first contact to close.
Product facts

The product facts before you begin.

Status
Available now
Membership
Pro plan
Start with
Capture and route the request
Review
Collaborate and respond in context
What moves forward
Resolve, measure, and improve the system

HDHelpDesk is available now in Pro. Its approved product story is human-owned ticketing, live chat, customer portals, collaboration, branding, and analytics—not autonomous AI support.

How the work moves

From a customer request to a resolved support record.

The system routes, records, and measures the work. Human agents decide how to answer, when to escalate, and when the issue is truly resolved.

01INPUT

Capture the request

Accept a ticket or live-chat session with the customer, subject, message, and relevant account context.

02SYSTEM WORK

Route and record

Apply status, priority, assignee, category, tags, threaded messages, internal notes, and a complete activity trail.

03OUTPUT

Keep support visible

Give agents a live queue and customers a branded portal with their ticket history and current status.

04HUMAN CONTROL

Own the answer

Use canned responses when helpful, write the final reply, change the owner, escalate, and close the issue.

4ticket statuses
4priority levels
3team roles
15portal themes
01 · The ticket keeps the entire story

Route the issue without losing the customer.

Move each ticket through Open, Pending, Resolved, and Closed. Assign the owner, set Critical through Low priority, categorize and tag the request, search the queue, and keep the threaded messages beside internal notes and the full activity trail.

See how it works
LIFECYCLE

Open → Pending → Resolved → Closed.

Use explicit states so the team knows whether the next action belongs to support, the customer, or nobody.

VISIBLE STATUS
ROUTING

Assignment + priority

Name the agent and urgency instead of relying on whoever happens to open the inbox.

OWNER · CRITICAL TO LOW
ORGANIZATION

Categories + tags

Build reusable classification with color-coded labels, autocomplete, and filtering.

FIND THE PATTERN
THREAD

Customer messages

Keep the full conversation history attached to the ticket and refresh it in real time.

ONE SUPPORT RECORD
PRIVATE CONTEXT

Internal notes

Discuss the issue with the team in a separate tab the customer never sees.

COLLABORATE IN PLACE
AUDIT TRAIL

Every material change

Record status, priority, assignment, tags, messages, actor, and timestamp.

HOW THE TICKET MOVED
02 · Meet the question while the customer is still there

Run live chat inside the same support operation.

Show the floating customer widget while agents are online, collect optional pre-chat details, manage multiple sessions from the agent panel, show typing status, assign the session, and preserve 30 days of returning-customer chat history.

Agent presenceCustomer widgetTyping indicatorsSession assignment30-day historyClosed-chat search
See how it works
03 · Let the customer see their side

Give each helpdesk a branded front door.

Create isolated support workspaces with their own subdomain, logo, theme, and customer portal. Customers can submit publicly, use a passwordless magic link, track their tickets, filter by status, and return to live chat when an agent is available.

See how it works
BRANDING15 themes + custom colorsChoose ten light or five dark presets, upload a logo or select an icon, and preview the customer portal live.
CUSTOMER ACCESSPublic submission + magic linksAccept a request without login, then use passwordless access for the customer’s ticket history and management.
TEAM ACCESSAdmin · Agent · ViewerInvite teammates into the helpdesk with the level of operational control their role requires.
04 · Improve the support system, not just the reply

Find the queue’s actual bottleneck.

Review ticket volume, status, priority, first-response time, resolution rate, average resolution time, month-over-month movement, and agent performance from live helpdesk data.

See how it works
VOLUMEWhen requests arriveUse the time chart and status overview to see the queue taking shape.
SPEEDFirst response + resolutionSeparate how quickly the team begins from how long the issue takes to finish.
MIXStatus + prioritySee whether urgent work or waiting tickets are distorting the support operation.
TEAMAgent performanceReview handled tickets and response metrics by the people doing the work.

Feature Atlas · HDHelpDesk

See every HDHelpDesk feature—and what each one gets you.

Browse every HDHelpDesk feature, see exactly where it lives in the app, and find the one that moves your business forward today.

Explore the HDHelpDesk atlas 88 features across 15 areas
Support is a system of ownership

Keep the customer visible until the issue is finished.

Capture the request, name the owner, collaborate in context, answer live when possible, and use the queue’s own data to make the next week better.

Get Started, It’s FreeExplore knowledge-grounded agents
Recently added

Clear a rush of tickets in one conversation.

HDHelpDesk added an AI agent, ChatBaser-powered replies, and fuller customer context.

See how it works
New

Help Desk Agent

Ask it to find every ticket about an outage, summarize common requests, and draft one reply for everyone affected. Replies and closures happen only after you approve them.

New

Answers from your knowledge base

Connect up to five ChatBaser help centers or chatbots, and Emily drafts ready-to-review replies. She can also answer before a ticket waits in line, while sensitive questions go straight to your team.

New

Train your chatbots from replies

Mark a reply to train your chatbot. After the ticket closes, useful guidance is screened for personal information and synced every 7 or 30 days, or on demand.

New

Customer context on every ticket

See matched purchases, refunds, email activity, CRM details, and open deals from ScalePay, MailBaser, and PipeLeads without leaving the ticket.

New

Faster day-to-day handling

Star the tickets you're working, share links by ticket number, and let customers reopen a closed ticket or start a new one when they reply.

Straight answers

What to know before you open HDHelpDesk.

What is HDHelpDesk?

HDHelpDesk is a multi-workspace support platform for tickets, assignment, threaded messages, internal notes, live chat, customer portals, team roles, canned responses, and analytics.

What do I bring to HDHelpDesk?

Bring the helpdesk brand, team members, roles, categories, priorities, canned responses, and the customer conversations you need to manage.

What does HDHelpDesk produce?

It produces an organized support queue with ticket history, ownership, customer communication, activity trails, and operational reporting.

What remains under my control?

Your team controls assignments, status and priority changes, replies, internal notes, customer access, and workspace settings.

What does HDHelpDesk not promise?

This page does not claim a customer-facing knowledge-base product; only the knowledge-base backend is identified as ready.